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Leidos

Desktop Support Technician

Leidos
Norfolk, VA $26 - $29/hr Full time Posted 1d ago
Computer Skills Customer Support End User Support Hardware Support Help Desk Support Incident Management Information Technology (IT) It Service Management IT Services ITSM Onsite Remedy Technical Support Windows
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Job Description

Leidos is seeking a mid-level Desktop Support Technician to support a government site in Norfolk, VA. The role provides desk-side IT support, troubleshoots and repairs IT devices, and manages service tickets as part of the Field Services team.

Responsibilities

  • The candidate will be responsible for direct desk-side support to the customer, troubleshooting and repairing IT devices.
  • Manage the resolution of customer tickets according to established Service Level Requirements (SLRs).
  • Ensure proper ticket-handling according to guidelines set in place.
  • Properly troubleshoot and resolve user computer issues including hardware and software-related concerns.
  • Ensure customer related tasks are completed within the timeline set.
  • Troubleshoot and resolve local and networked Multi-Function Devices, printers, and other hardware components.
  • Assist other technicians in resolving complex issues.

Requirements

  • Must be a US Citizen and possess a DoD Secret Clearance.
  • HS diploma with 4+ years of prior relevant experience, additional related education or certifications may be considered in lieu of experience.
  • Valid DoD 8570 IAT Level II: Security+ or higher Certification.
  • Must demonstrate expertise in IT Enterprise Operations.
  • Experience with Microsoft Windows OS, version 11.
  • Experience with HP Service Manager, Remedy, or similar Service/Help Desk ticket management software.
  • Basic network troubleshooting skills.
  • Excellent customer service skills.
  • Excellent oral and written communication skills.

Technologies

  • HP Service Manager
  • Remedy
  • Microsoft Windows OS (Windows 11)
  • OTDR (optical time-domain reflectometer)

Benefits

  • Competitive compensation
  • Health and Wellness programs
  • Income Protection
  • Paid Leave
  • Retirement

Nice to Have

  • Organized and detail-oriented
  • Strong leadership skills
  • Self-motivated and self-directing
  • Strong collaboration, prioritization, and adaptability skills; relationship building
  • Ability to manage and prioritize own work, and that of their team
  • Independent decision making
  • Analytical thinking; creative problem solving
  • Ability to communicate effectively with all organizational levels from SME to Senior Management
  • Ability to analyze problems at multiple levels (detail level, overall organizational impact, etc.)

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